My Experience With Tesco Mobile

Having owned many smartphones, been on every network and being a great fan of new technology, I was eager to get my hands on a new phone as my girlfriend had recently bought an iPhone 5C, someone in my family bought an iPhone 5S, but I wanted to try out Windows mobile. I've used android and think it's over-rated and doesn't have that nice polished feel to it like iOS and the more I hear about Windows mobile, the more tempted I was to see what it's all about.

I looked around online and eventually came across the Nokia Lumia 920 for just £15.50 a month from Tesco Mobile. The phone itself was free and the tariff included 500mb of 3G data, 250 mins and 5000 text messages per month - more than enough for my needs. So, without much hesitation, I ordered the Nokia Lumia 920 from Tesco on Monday 20th January, 2014.

After looking on forums, most people got their phone within 2 working days of ordering. 3 days passed, then 4...I began to get a little anxious, so I called up and spoken to a Tesco Mobile representative who told me in a rather sarcastic, obnoxious voice that: "Mobiles take 3-5 WORKING days to arrive" with a real emphasis on the word 'working'. Nothing I didn't already know, but I still didn't get a dispatch notice on the 4th day.

The weekend went by and on Monday 27th, I still hadn't had a dispatch email. I called up Tesco Mobile and asked what was going on. I spoken to a guy who passed me onto a lady who said that the system they use to check the e-agreements was 'rubbish' and it wasn't working. She called me back 15 minutes later to tell me that my phone hadn't even been dispatched and was sitting in a warehouse somewhere.

She told me that she would ensure that:

1. The phone was sent out via next day delivery
2. I would get money added onto my account as Tesco had taken money out of my bank account and they hadn't honoured their 3-5 days delivery promise

Tuesday 28th January passed - absolutely nothing. No post. No dispatch email. No sign of the phone. At the time of writing, it's Wednesday 29th January. I have just got off the phone with Tesco Mobile. I was passed around to 3 different people, including a guy called Travis who passed me onto the Technical Team.

The technical team rep then told me that he can see I've called a few times, the notes on my account say that someone should have given me a call today (but they haven't). He told me that he's passed on the message to give me a call before 5pm today.

It's 3pm now, that means Tesco have 2 hours to call me. If I don't get a call back, I will be cancelling the contract because this is the worst possible customer service I have ever come across. I've spoken to no less than 6-7 reps for Tesco Mobile and 9 days after my order, I am still without a phone, without a dispatch notice and without any idea as to where the phone actually is. Oh, and did I mention Tesco have already charged my account with my first monthly payment?

EDIT: Tesco didn't call me back. I had to call them, only to be told "The Tech team have gone home, i'll get them to call you back tomorrow". Yeah - sure you will Tesco.

I will be cancelling my contract with you.